INFORMATION TECHNOLOGY TECHNICIAN
TIER TWO TECHNICAL SUPPORT - HELP DESK TECHNICIAN
Help Desk Technician
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier One Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.
Qualifications & Education
Active Security Clearance
MCP Certification, 2006
Bachelor of Science in Information Technology, Oakwood College, 2013
AST in Network Administration, Virginia College, 1999
Hardware
IBM compatible PCs, Sun Workstations, Ethernet, Cisco Routers, Video & Sound Cards, CD-ROM Drives, Multiplexors, Some high end printing systems
Operating Systems
Windows XP/2000/NT/98/95, Microsoft Exchange, Novell, DOS, TCP/IP, Linux
Programming Language
C++, Visual Basic 2010, Python
Application
Remedy, Active Directory, SCCM, SharePoint
Professional Experience
Help Desk Technician, Alutiiq, Huntsville, AL Jul 2010 to Dec 2010
Alutiiq provides technology services to Redstone Arsenal
• Provide desktop support for various Army organization Garrison, AMC, AMCOM
• Instructing new Army personnel on processes and procedures.
• Assist other analyst with troubleshooting various issues.
• Assist end-user with Exchange configuration. Troubleshooting sending and receiving. Provide PST Support, and configuration.
• Provisioning Domain accounts in Active Directory and on End User Workstations.
• VPN supports consist of initial setup. Troubleshooting connectivity issues.
• Imaging Workstations and Laptops with XP and Vista loads.
• Troubleshoot DNS issue with connecting to various websites.
• Utilize Remedy Software for entering tickets.
• Troubleshoot PKI issues with logon to the domain and authenticating to various websites.
• Provide initial setup of scanners and network printers to the network. Utilize
• Active Directory to troubleshoot account issues across domains: to delete accounts, add workstations, move personnel and hardware to various containers.
• Conduct daily a wide range of tasks involving computer systems including systems/equipment installation, inspection, modification, maintenance, operation, troubleshooting, personnel training, and technical writing.
• Monitor Windows System Administration to include: system and disk management, hardware maintenance, and activity and performance monitoring.
Help Desk Technician, Emco Technologies, Huntsville, AL Jan 2006 to Jul 2010
Emco Technologies provides technology services to Nasa
• Support MS Windows, Office, Server 2003, Citrix thin Clients.
• Experience utilizing Windows Term Services; Remedy ticketing system.
• Active Directory to trou...
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